We process complaints immediately, subject to Point 12 of the General Conditions of the ZEN User, no later than 15 days from the date of receipt of the complaint.
If we are unable to respond to your complaint within 15 working days for reasons beyond our control, we will send a notice to your e-mail address, clearly indicating the reasons for the delay in responding to the complaint and specifying the date on which you will receive a final response.
The deadline for receiving the final reply does not exceed 35 business days.